Thomas Service Company Inc

They are good.

The repairman called before he came and arrived within the time window I was given, but things went downhill from there. When I told him that there was no parking on the side of the street where he had parked, he said that he was "willing to roll the dice against the St. Paul police." He replaced the leaking part in about 10 minutes total--my husband had opened up the machine and had sent a photo and video to the company in advance. He did show me the hole and explained that it was most likely caused by a stray sharp object in the machine. But then he handed me the invoice, which he had filled in as follows: "the bellows between drain pump and tub had a hole causing unit to leak replace checked operation checks OK." In fact, he did no "checking" whatsoever. He did not reassemble the machine or hook it back up, and he said that was because my husband had taken it apart. The service call was $170, the part cost $97, and the labor charge was $90--for about 20 minutes total. It seems that if you own an Asko washer that needs service, Thomas Service is your only choice in the Twin Cities, and based on my two experiences with Thomas, I wouldn't buy another Asko.

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I hesitate to give any company a negative review, but there are some issues that I feel should be addressed here.  On the positive side, Thomas Service was responsive and punctual.  They called back as soon as possible and set up an appointment for the same day.  The office staff was pleasant and the Technician called when he was on the way.  On the negative side, one should be aware that Thomas charges a $159.95 service call, which they do not waive even when repairs are made.  I have found that most service calls today are between $70 to $100, and most deduct that amount if repairs are completed.  I would have expected that when a company's charges are outside the norm, that their office would advise the customer at the time of the appointment (not when the Tech shows up).  My other concern was that the Tech did not have a Laser Thermometer Gun, which is a high-tech instrument used to test the inside temperature of a refrigerator/freezer, the main purpose of the service call.  It seems inconceivable that a company that advertises that they are a Sub-Zero Factory Certified Service with "cutting edge technology," would show up without basic diagnostic tools.  We ended up not having any additional work done, although I am not completely comfortable that no service was necessary.  I do not feel I received fair value for the cost of the service provided.

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The Thomas technician (Kyle) was very professional, courteous and most helpful.  He performed the checks and made any necessary adjustments as well as provided helpful tips for protecting our investment.

We have been using them for fifteen years. The service was great. The staff is great and knowledgeable. They are prompt.

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Every contact we have had with Thomas Service Company has been excellent--from the person answering the phone to the repair person on the premises. We highly recommend this company and would absolutely call them in the future.

The technician arrived about 20 minutes later than expected.  He was very professional and got right to work diagnosing the problem by turning on the problem burner. The problem was recreated and after cleaning the ignitor on the faulty burner and tightening the brass nuts, the problem was fixed.  The technician then cleaned the ignitors on all burners and spent about 10-15 minutes trying to recreate the problem heating water in a pot over the problem burner. The problem did not reoccur.   
Thomas Service Company is the only Sub Zero - Wolf authorized service company in the Twin Cities area. I'd say they take advantage of that by charging a much higher rate than a general appliance service company. They did fix the problem, which CenterPoint Home Service Plus was unable to do, but the cost of this 35 minute "service" call was $190.  Not looking forward to when our Sub Zero fridge needs repairs.

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I called Thomas Service, the only local authorized service provider for SubZero, to come out and address several issues with my refrigerator--the refrigerator motor was running frequently, the gasket was torn and needed to be replaced, and the door handle was loose and needed to be tightened. I spoke with Sharon who called me back in a timely manner to schedule the service call. This was a very good customer service interaction. She was knowledgeable and professional. When I asked about prices, she advised that a certain amount of labor was included in the service call--for example tightening a handle. The technician came as scheduled. He repaired the motor (needed a new fan blade) and replaced the gasket. He did not tighten the handle. When I called to complain, I was advised that he couldn't tighten the handle because it was behind a panel (it is a wood-covered door), and that to tighten the panel at this point he would have to remove the gasket and take apart the door. He did not call about this at the time he was working on the repair. Had he looked at all closely, he would have seen that the back panel already had holes that allowed access to the handle to tighten the screws. My husband fixed the panel--it turned out that he did not have to remove the gasket, and could slide the panel--and I deducted $50 from the $450+ bill for his time and my time spent on the issue. I advised Thomas of my dissatisfaction via email, sent photos of the access holes that should have been very visible to the technician had he bothered to look, and paid the bill. I received an email in response from Mark Thomas: and quot;[W]e did not charge you for the handle repair. The labor you were charged was for the gaskets and the condenser fan blade. Repairing the handles would have been an additional charge as I explained to your husband. If you wish to still subtract $50, that is your choice. I hope you reconsider your decision in this matter.and quot; At that point, despite my irritation, I decided to not respond, and did not write a review. Later in the summer, though, I started receiving monthly statements for the $50. I sent a check, and am now writing what I believe is a very fair and complete review.

Very courteous and professional from the customer service agent that answered the phone to the service technician that did the repair. Very impressed! Will definitely use this firm again and highly recommend.

Their service technician came out, diagnosed the problem, installed a replacement ice maker and also cleaned condenser coils and gave the refrigerator a general inspection. He was professional, punctual and cordial. Highly recommended.

Everyone I dealt with at this company was very helpful.
Sandy handled my situation professionally and even connected me to the owner Jim,
who walked me thru some repair problems over the telephone.
When that only solved part of the problem, Sandy sent out
Joe Graupman who repaired the freezer issue.
I was informed that a new compressor would run $800.00, but these employees
did everything possible to avoid the expense of a new part.
I really appreciated the honest service , and felt more like I was dealing
\with a family member instead of a Used Refrigerator Repair Scammer.
I recommend this company..

Joe was highly competent young service tech. Particularly happy Subzero (the manufacturer) covered $440 in parts.

I called on Thursday, 7-1-10, and they were able to schedule an appointment for the next day. When the tech arrived he diagnosed the problem right away. He brought an evaporator with him and he was able to fix the refrigerator that same day. The tech was very professional, efficient and answered all my questions. The part was covered under warranty, but I had to pay for the labor to replace the part. The service call was $394.00 and it only took the tech one hour to complete the job. Even though this repair cost may seem high, other appliance service companies would make you pay for a service call to come out and diagnose the problem and tell you they have to order the part. They would then charge a second service call to come out and replace the part. This company was able to diagnose the problem when I first called and the tech brought the right part with him , saving me an additional service call. If you have a Sub Zero refrigerator, I would highly recommend you use this company.

Great! I initially made the call at about 10a.m. in the morning and I think they were a little overwhelmed with "emergency" calls right before the long holiday weekend. He wasn't sure if he could get to me or not and asked if he could schedule a Tuesday appt. for me. I just said to let me know if it would work or not and that I would be free after 2:00 that day if I could be fit in and if not to call me back and I would schedule a Tuesday fix. Well...at 1:50 I got a call from the repairman that he was in the neighborhood and that he was my "SubZero Hero". Seriously, this guy was great. Quickly fixed my refrigerator, took it apart and knew exactly how to fix it and what was wrong. Within about 1/2 hour he was on his way to another fix. He wasn't grumbling about being kept later on a Friday that he would like to head north with the rest of the vacationing people...just smiled and went on his way. Great service, and pleased to have it fixed in the same day without waiting for parts etc.!

They fixed the problem but broke something else. They were prompt and everything but they broke my thermostat which they couldn’t fix until a couple of days. They came back and fixed it but I was without a refrigerator for more than couple of days. It was a 4th of July weekend otherwise I probably think they would have come back the next day to fix it. They seemed pretty competent but this was just bad luck and bad timing.

I purchased a home with a sub zero where the freezer worked but the fridge didn't. The service technician knew right away what the problem was and had the fridge working again in 20 minutes. I thought $200 was a little pricey for 20 minutes of work but having never had to repair a refrigerator before I guess it could have been worse.

Fine, the technician diagnosed the trouble quickly but had to order the part. Said it would arrive in a couple of days and they would phone for an appointment to install. Actually took over a week for the part to come in. Once it he promptly came out and replaced it.

Friendly voice on the phone, came out as scheduled (within a week of call), needed part, but partially fixed problem so the door worked better while waiting for a part. On a Friday. Called on Monday morning to set up appointment for completion, was able to come late morning on Monday. Appeared as scheduled; friendly, nice, completed fixing the door. Great experience. Used them several years ago and they saved me a lot of money after checking the warranty, no one else offered to do that. I recommend them heartily!

The technician was wonderful to work with. He clearly explained the problems with the fridge, how to best maintain it, and our options for continuing to run it efficiently or replace it. I highly recommend using Thomas Gramling!